With the lazy days of summer behind us, it’s time to turn our sights to G-Force 2016. Can you believe it?! It’s just around the corner. That’s right, G-Force is less than a month away. Make sure to highlight October 4-6, 2016 in your calendar because this will be an exceptional event.
As the premier customer engagement event, G-Force offers something for everyone.
This year, we’re excited to introduce the G-Bar. Spend some time with Genesys architects and engineers and receive personalized service that will help determine the best solutions for your business. The G-Bar works by appointment through the G-Force mobile app, which you can download the week before the event.
G-Force 2016 starts October 4 with Education Day. This year we feature four different sessions to help you and your team gain comprehensive knowledge. Come learn more about speech analytics, or Microsoft Skype for Business, or get an overview of the Genesys cloud platform or the Designer interface. Each session provides participants with an exclusive eBook.
Keynotes and breakout sessions will take place on October 5-6. This year’s G-Force sessions includes in-depth discussions based on five tracks: Customer Engagement, Employee Engagement, Business Optimization, Cloud, and Vertical. Here’s a sampling of the must-see breakout sessions that will help your customer experience break through to the next level:
Go Digital or Die: Taking Control of Your Omnichannel Customer Experience
Customer Speaker: Ian Cunningham, Chief Operating Officer, Tangerine Bank
Your business is challenged by fundamental changes in customer engagement. What was once single-channel, voice-based assisted service has become a non-linear, multi-device, unstructured collection of interactions and events. Learn how Tangerine mastered the shift—becoming a customer-centric digital business—that’s necessary to successfully manage both the “new” customer engagement and your customer experience.
Digital Transformation: Creating an Omnichannel Desktop Strategy to Get the Best Out of Every Employee
Customer Speaker: Cindy Lancaster, Business Analyst, Ticketmaster
How can you best equip your employees to operate seamlessly across your company and channels with the knowledge and tools to respond quickly, completely, and with the full customer journey at their fingertips? In this session, you’ll hear Genesys and Ticketmaster discuss how an omnichannel desktop fosters agent engagement and enriches the customer experience. You’ll also get a sneak preview into upcoming functionality enhancements such as agent portal capabilities that provide access to the workforce schedule, agent performance information, and quality evaluations.
Hyper-Personalization Changes Everything: Understanding Why Operations Will Never Be the Same Again
Customer Speakers: Kelly Amber, University of Pittsburgh Medical Center
Satnam Sidhu, Senior Program Manager Omnichannel, TELUS
More than ever, hyper-personalization requires that you share information and context across channels and that your business processes match relevant interactions and tasks with the most appropriate and available resource. Join us to learn how University of Pittsburgh Medical Center (UPMC) and TELUS personalized their customer care processes with Genesys by providing dedicated concierge services and cross-company case ownership. Discover how you can reach better customer satisfaction, increased first call resolution, and retention rates with Genesys hyper-personalization techniques.
Cloud Security and Compliance by the Numbers
Customer Panel: Christian Lees, Chief Security Officer/Chief Technical Officer, InfoArmor
Marie Creque, Chief Information Officer, United Way of South Carolina
Zack Jalbert, Senior Manager, Customer Experience, Total Wine & More
Learn how cloud contact centers are helping to protect and secure data across multiple verticals. In this panel discussion, customers including, InfoArmor, United Way, and Total Wine & More will share their experiences.
Customer Loyalty is More Than Points and Prizes: Avoiding Customer Defection by Ensuring Superior Customer Experience Through Service
Customer Panel: Chad Svihel, Director of Enterprise Products, eBay
Ian Mahoney, Head of Technology—CSSC & Telephony, Marks & Spencer
As aggregators make it easier for customers to shop by price alone, your efforts to foster customer loyalty—and sometimes even brand recognition—becomes an increasing challenge. Join us as we discuss tactics from across retail, travel, and hospitality, and other B2C businesses for improving customer experience and loyalty.
Register today for Genesys G-Force 2016!
This is an exciting time in our industry. Don’t miss this opportunity to hear what industry leaders have to say about today’s customer experience trends. Take advantage of breakout sessions that focus on customer engagement, employee engagement and business optimization—and how they work together. Follow the event and be part of the conversation on social media @Genesys and #gforce16.